AirAsia review: Boarding process

Booking Number: OYSZFA

Complainant: Mary Jean Gutierrez

Flight Details: MNL - CEB

Flight No: Z2771

Depart date: 15 Feb 2024

Boarding time: 18:50

To Whom It May Concern:

I am mary Jean, a law abiding and respectful citizen of this country. I was also diagnosed with Breast Cancer (PWD) and opted for Alternative Medicine. I am a resident in Lapu-Lapu City, Cebu and tries very hard to travel twice or thrice a month to Binondo, Manila because I am trying my very best to fight this diagnosis.

Air Asia is my Airline of choice rather than your yellow competitor and my love for your company was tainted because of the experience I had with your airline personnels.

My flight from CEB-MNL was flawless. I was dropped by my son at the Mactan Cebu International Airport (MCIA) at 10:30 p.m. for my 2:00 a.m. flight to Manila. I arrived at Manila with no concerns and headed to my doctor’s clinic.

My return flight was the same day. I arrived hours before your stated “boarding time” which was at 6:50 p.m. (18:50) flight Z2711. Flight departure was scheduled at 7:30 p.m. but was delayed. Personnels from your airlines allowed boarding at 10:30 p.m. which should have been 4 hours ago.

Being exhausted from my early flight from CEB-MNL and panels of check-up with my doctor, I complied. I followed the boarding process with no complaints and drama unlike other irate passengers on the flight.

Upon boarding, your ground staff abruptly with no compassion and manners verbally insulted me in front of all the passengers stating “ I am NOT allowed to board the plane because my boarding pass has been checked out” No explanations was given but I was asked to step aside and let the other passengers board the plane.

Being an abiding citizen, I complied and waited for the ground staff to assist me. I was humiliated in front of all the passengers because of them implicating that I stole the ticket which was in fact mine.

I did not lever my disability to be given special treatment because I know everyone badly wants to board the plane after a 4 hour delay with just FUDGEE bar as complimentary to relieve our famished stomachs. I was with a fellow patient who can attest to what had happened and he waited for me till the last passenger went through in front of us. It was a physically exhausting and mentally draining experience. What agravates my emotions more is that your ground staff did not in any way say anything pretending as if they did not do something wrong and hurtful.

This case may be a usual error on your system about having boarding passes checked out but you should have at the very least equipped your staff and personnels on how to better handle customers on explaining and not accuse without prior basis.

NO APOLOGIES were received nor remorse on their faces until I board the plane with a heavy and shameful heart.

Mary Jean Gutierrez

Complainant